Jessica Gonzales
The Colony,TX
Summary
Efficient Reimbursement Specialist with solid background proactively managing claims and preventing resubmission. Competent in keeping records accurate and current and proactively managing account problems. Excellent customer relations skills combined with analytical approach to handling routine and complex delays. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.
Overview
2027
2027
years of professional experience
Work History
Operations Management - Associate
FANNIE MAE
10.2014 - 05.2026
- Manually review claims submitted by our Servicer partners or our Vendor partners for expenses paid, or work done, on behalf of Fannie Mae.
- Process claims according to our processing guide.
- Field escalations or issues from the Utility Management vendor or internal business partner.
- Cross-Trained into multiple functions within the team.
- Provide insight, recommendations and updates to our processing guide as policy changes.
- Quality assurance – maintain at least 95% or higher.
- Production goals – met or exceeded production goals at 100% or higher.
- Worked closely with our internal business partner to develop and improve the Utility Management Program, with our vendor Conservice.
- Created a processing guide for the Utility Management vendor.
- Updated and changed system rules to be more effective and efficient in processing Utility Management claims.
- Met with our Utility Management vendor to hear feedback and provide guidance on their questions.
- Built strong business relationships between our internal business units and our Utility Management vendor.
- Work to build out functionality in Property 360 to transition the vendor expenses from Equator to Property 360.
- Completed business testing to confirm the accuracy of the technology build according to our specifications.
Modification Processing Team Leader
WingSpan
- Modification Processing Team Lead - Managed a team of 10 Modification Processors in initial mortgage creation in concert with the FHA, SFO (non)/Delegated, SFO Bankruptcy, and DOJ (non)/HAMP. Successfully and consistently met the company quality standard of 95% or higher. Investigated and maintained investor profiles in regards to delegated or non-delegated loans for Underwriting review.
- Deed In Lieu Team Lead - Reviewed loans at risk for potential conflict resolution while aiding in the department goal of 42 completed loans per week. Cooperated with attorneys in Gap Title/title transfer documents
Customer Contact Specialist
Bank of America
- Manually review claims submitted by our Servicer partners or our Vendor partners for expenses paid, or work done, on behalf of Fannie Mae.
- Process claims according to our processing guide.
- Field escalations or issues from the Utility Management vendor or internal business partner.
- Cross-Trained into multiple functions within the team.
- Provide insight, recommendations and updates to our processing guide as policy changes.
- Quality assurance – maintain at least 95% or higher.
- Production goals – met or exceeded production goals at 100% or higher.
- Worked closely with our internal business partner to develop and improve the Utility Management Program, with our vendor Conservice.
- Created a processing guide for the Utility Management vendor.
- Updated and changed system rules to be more effective and efficient in processing Utility Management claims.
- Met with our Utility Management vendor to hear feedback and provide guidance on their questions.
- Built strong business relationships between our internal business units and our Utility Management vendor.
- Work to build out functionality in Property 360 to transition the vendor expenses from Equator to Property 360.
- Completed business testing to confirm the accuracy of the technology build according to our specifications.
Education
High School Diploma -
The Colony High School
The Colony, TX05-2003
Skills
- Problem Solving
- Client Services
- Strong work ethic
- Teamwork and Collaboration
Industry Software Knowledge
- Equator
- Falcon
- Property 360
- Conservice Software
- CLM suites (DARTS, SERFS, TRAX)
- Servicer Investor Reporting (SIR)
- ChatGPT
- Copilot
Timeline
Operations Management - Associate
FANNIE MAE
10.2014 - 05.2026
Modification Processing Team Leader
WingSpan
Customer Contact Specialist
Bank of America
High School Diploma -
The Colony High School